Help! I'm the interviewer and i can't think of any questions...

[marialuisa]

I'm interviewing for a new clerk on monday afternoon and i need some questions that will reveal whether or not they will be any good at "customer service" type things? Especially when dealing with people who do not have english as a first language. Any suggestions?

Isn't the usual thing to present the interviewee with a scenario and ask how they would handle it?
I guess that's what ks has just suggested

tell them a bad customer service story (preferably real) and see how they react - laugh or horrified. Then ask them what they would have said/done

yeah, I guess, but I was thinking there might be something "nicer" I could ask. Plus if I gave them a likely scenario they won't want the job....

that's a bit mean, ks.

Might be fairer if you mention that the job will involve dealing with people whose first language is not English, then get someone else to join you pretending not to speak English badly?

Also just asking why they want the job can be revealing. Plus look at the application and (if there's a previous customer service job) ask for an example of a difficult customer service situation in that job and how they handled it.

I used to be in customer service. When I got the job in the interview they asked thing such as:

Can you please give me a senerio where you had an angry customer and tell me how you defused the situation?

They gave me 3-4 senerio questions as well as all of the normal interview questions (such as "what are you best skills?"). Also a sneeky question - "what is your biggest flaw?" - what do you say without sounding bad? - "I am a workaholic" I suppose!

i would also get them to explain something to you in really basic steps to see how patient and clear they are - now just trying to think of an appropriate example - how they would tell an eight year old who had never cooked before how to make a cake/spaghetti bolognaise? i'm sure somebody will think of something better!

I think I may have misled you all slightly. The role is mainly clerical but will involve periods of "counter duties"-which means dealing with students and at this time of year with lots o overseas students whose ability to communicate is limited. These same students tend to be stubborn and whilst there are a few "manager" types if things get too awkward(e.g. I got pinned against a wall and called a "racist bitch" yesterday) on the whole we expect clerks to be able to handle rude/stroppy/students themselves.

Thanks though, will try and think of a good way to ask them about explaining some of the basics e.g. stopping students walking round the city with £10k cash in their pockets!

BTW, I've no idea why I'm so worried about this-I've interviewed before....

right, ks.

Sorry - my irony-radar is obviously on the blink this morning. I know you're not like that too.

Marialuisa - blimey. Reminds me of when I worked in a betting shop. I think a warning and a few sample situations might be useful (I would have appreciated a warning - I still would have taken the job).